Customer Experience Engineer II (E2)

Who We Are\n\nApplied Materials is a global leader in materials engineering solutions used to produce virtually every new chip and advanced display in the world. We design, build and service cutting-edge equipment that helps our customers manufacture display and semiconductor chips \u2013 the brains of devices we use every day. As the foundation of the global electronics industry, Applied enables the exciting technologies that literally connect our world \u2013 like AI and IoT. If you want to push the boundaries of materials science and engineering to create next generation technology, join us to deliver material innovation that changes the world. \n\nWhat We Offer\n\nSalary:\n\n$78,500.00 - $108,000.00\n\nLocation:\n\nKalispell,MT\n\nYou\u2019ll benefit from a supportive work culture that encourages you to learn, develop, and grow your career as you take on challenges and drive innovative solutions for our customers. We empower our team to push the boundaries of what is possible\u2014while learning every day in a supportive leading global company. Visit our Careers website to learn more. \n\nAt Applied Materials, we care about the health and wellbeing of our employees. We\u2019re committed to providing programs and support that encourage personal and professional growth and care for you at work, at home, or wherever you may go. Learn more about our benefits. \n\nKey Responsibilities\n\n\u00b7 Manages major customer escalations across all supporting functions.\n\n\u00b7 Works with FIELD (Customer Engineer, iTeam, and Customer Quality Engineer) to build the case for quality issues during tool startup. Assembles and manages issue-specific quality teams (MFG, BU, Supplier, Field, \u2026 etc.) to contain, root-cause, and correct the issue.\n\n\u00b7 Reviews startup NC (Non-Conformance) from key customers to identify systemic issues. Coordinates with respective IOF (Issue Owning Function) to provide long-term corrective actions for improvement of our product quality.\n\nGeneral Profile:\n\nRequires problem-solving/soft skills and project management experience. Uses best practices and internal/external business knowledge to improve products or services of customers\u2019 concern. Works independently with minimal guidance. Acts as a resource for colleagues for knowledge-sharing.\n\nFunctional Knowledge\n\n\u00b7 Develops methods, parameters, and/or project proposals to derive customers\u2019 expected results.\n\n\u00b7 Demonstrates conceptual and practical expertise in engineering discipline.\n\n\u00b7 Utilizes drawings, specifications, industry standards, and sketches. Understands the inspection procedures and the associated measuring devices. Reads and interprets test requirement/coverage and its specifications \u0026 test limits.\n\n\u00b7 Proficiency in applying software tools on data analysis to understand the trend or area of focus on problems.\n\nBusiness Expertise\n\n\u00b7 Builds the case for individual quality events.\n\n\u00b7 The ability to compile a comprehensive list of customers\u2019 issues to effectively track and resolve them.\n\n\u00b7 The application of Applied Materials software/database system for problem-solving.\n\n\u00b7 Develops and applies quality standards (QMS) in accordance with company and customer requirements.\n\n\u00b7 Takes a proactive approach to predicting and addressing issues before they occur, based on previously reported issues.\n\n\u00b7 Has knowledge of best practices and how one area integrates with others.\n\n\u00b7 Leads in RRT (Rapid Respond Team) NC review meeting for field startup.\n\n\u00b7 Partners with the FSO (Field Service Organization) and reginal CQE (Customer Quality Engineer) to understand the VOC (Voice of Customer) and takes appropriate actions.\n\n\u00b7 Evaluates work methods, procedures, and policies. Tracks progress of quality event status. Reviews reliability test results. Determines disposition of non-compliant products. Reviews and releases qualification packs\n\nLeadership\n\n\u00b7 Manages the root cause, containment, and solution owned by respective IOF.\n\n\u00b7 Leads and facilitates internal cross-functional team meeting.\n\n\u00b7 Works with CQE team to participate in meeting with customers.\n\n\u00b7 Works closely with the FSO and Installation team to address any customer concerns/complaints. Provides weekly feedback regarding any improvement.\n\n\u00b7 Acts as a resource for colleagues with less experience; may lead small projects with manageable risks and resource requirements.\n\n\u00b7 No supervisory responsibilities but provides informal guidance to new team members.\n\nProblem Solving\n\n\u00b7 Understands and can apply 8D principle to resolve issues.\n\n\u00b7 Solves complex problems; takes new perspectives on existing solutions; exercises judgment based on the analysis of multiple sources of information.\n\n\u00b7 Identifies and monitors immediate containment actions for field reported issues. Addresses customer escalations by investigating the issues, determining Root Cause, and driving an 8Ds as necessary.\n\n\u00b7 Recommends corrective action for procedural, product, or process deficiencies. Analyzes operational data. Develops and implements recommendations. Participates in and may lead audits.\n\nImpact\n\n\u00b7 Impacts a range of customers, operations, projects, or service activities within own and other related teams. Works within broad guidelines and policies.\n\n\u00b7 Reduces qualification cost and cycle time while still meeting quality performance requirements.\n\nInterpersonal Skills\n\n\u00b7 Customer/executive presentation\n\n\u00b7 Influences without authority\n\n\u00b7 Explains difficult or sensitive information. Works to build consensus.\n\nEducation: Bachelor\u0027s Degree\n\nExperience: 2 \u2013 4 Years\n\nAdditional Information\n\nShift: 10-Day 8-Hr (Kalispell, MT)\n\n\u00b7 Travel: Yes, 20% of the Time\n\n\u00b7 Relocation Eligible: No\n\nAdditional Information\n\nTime Type:\n\nFull time\n\nEmployee Type:\n\nAssignee / Regular\n\nTravel:\n\nYes, 20% of the Time\n\nRelocation Eligible:\n\nNo\n\nThe salary offered to a selected candidate will be based on multiple factors including location, hire grade, job-related knowledge, skills, experience, and with consideration of internal equity of our current team members. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation such as participation in a bonus and a stock award program, as applicable.\n\nFor all sales roles, the posted salary range is the Target Total Cash (TTC) range for the role, which is the sum of base salary and target bonus amount at 100% goal achievement.\n\nApplied Materials is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, creed, sex, sexual orientation, gender identity, age, disability, veteran or military status, or any other basis prohibited by law.\n\nIn addition, Applied endeavors to make our careers site accessible to all users. If you would like to contact us regarding accessibility of our website or need assistance completing the application process, please contact us via e-mail at [email protected], or by calling our HR Direct Help Line at 877-612-7547, option 1, and following the prompts to speak to an HR Advisor. This contact is for accommodation requests only and cannot be used to inquire about the status of applications.\n